At a Glance
- Tasks: Be the friendly voice for customers, solving their queries and ensuring satisfaction.
- Company: Join a supportive team at First Recruitment Group, focused on service excellence.
- Benefits: Gain valuable experience, skill development, and potential career progression.
- Other info: Flexible working hours and exposure to telecoms and technical support.
- Why this job: Make a real difference in customer experiences while working in a dynamic environment.
- Qualifications: Customer service experience and strong communication skills are essential.
Job DescriptionDeliver exceptional service and be the voice that customers trust every day! Our Client has a requirement for a Customer Service Representative, who will be required to work on a 3 month contract basis in Keele/Hybrid.
Role Purpose
Act as the first point of contact for customers, ensuring a high standard of service
Handle enquiries, troubleshoot service issues, and resolve queries efficiently
Deliver a positive customer experience across all communication channels
Support customer satisfaction and retention through professional interactions
Job Role Responsibilities
- Respond to customer enquiries via phone, email, chat, social media, and ticketing platforms
- Provide accurate information on products, services, billing, and technical support
- Manage customer orders, upgrades, cancellations, and account changes
- Maintain detailed and accurate records within CRM systems
- Investigate and resolve customer issues, liaising with internal teams where required
- Escalate complex or unresolved issues appropriately
- Follow up with customers to ensure resolution and satisfaction
- Meet or exceed key performance metrics (e.g. call handling time, customer satisfaction, first-time resolution)
- Contribute to continuous improvement of customer service processes
- Stay updated on products, promotions, policies, and service changes
Experience / Skills / Knowledge / Qualifications
- Proven experience in a customer service role, ideally within utilities or telecoms
- Excellent verbal and written communication skills
- Strong problem-solving skills with a proactive approach
- Technical understanding of FTTx products, ISP fibre broadband, router connectivity, switches, and IP addressing
- Experience using CRM systems and maintaining accurate records
- Ability to work flexibly within contact centre operating hours
- Customer-focused mindset with patience, empathy, and professionalism
- Team-oriented with strong collaboration skills
Desirable
- Experience in telecoms or fibre-based services
- Previous contact centre or customer service training
- Experience within a service support environment
- Familiarity with service desk/ticketing platforms
- Sales or upselling experience
- Proficiency in CRM systems and digital communication tools
Qualifications
- Customer Service experience
- NVQ Level 3 in Customer Service (or equivalent)
Benefits
- Opportunity to gain experience within a dynamic customer service environment
- Exposure to telecoms and technical support operations
- Supportive team environment focused on service excellence
- Potential for skill development and progression
Company Information At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for a Customer Service Representative looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the of our workforce, working closely with our clients to ensure everyone is included
Customer Service Representative in Newcastle-under-Lyme employer: Energy Jobline ZR
World Wide Technology (WWT) is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Programme Director in London. With a strong focus on employee growth, WWT offers opportunities to lead cutting-edge automation projects while working in a hybrid environment that promotes work-life balance. The company values transparent communication and client-first service, ensuring that employees are empowered to drive meaningful outcomes and develop their skills in a supportive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Newcastle-under-Lyme
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Energy Jobline ZR.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Energy Jobline ZR. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Representative in Newcastle-under-Lyme
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Energy Jobline ZR.
How to prepare for a job interview at Energy Jobline ZR
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Energy Jobline ZR's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Energy Jobline ZR offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
